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Amazon Connect vs LiveAgent

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
LiveAgent logo

LiveAgent

Software

All-in-one help desk software

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Amazon Connect telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call; LiveAgent social and messaging channels are separately priced add ons rather than plan features, at $19 to $39 a month each on top of the seat price
  • They diverge on capability: Amazon Connect covers Voice, LiveAgent covers Ticketing system.

Where they differ

Only the attributes on which Amazon Connect and LiveAgent actually diverge.

Attributes where Amazon Connect and LiveAgent differ
AttributeAmazon ConnectLiveAgent
Pricing modelusage-basedsubscription
PlatformsWebWeb, Ios, Android
Founded20062004

Identical on both: starting price (Free), free tier (Yes), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Amazon Connect

  • Voice
  • Chat
  • Tasks
  • ML-powered analytics
  • Contact Lens
  • Outbound campaigns
  • Forecasting
  • Salesforce

Only in LiveAgent

  • Ticketing system
  • Live chat
  • Call center
  • Social media
  • Knowledge base
  • Customer portal
  • WordPress
  • Shopify

Both cover

  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Amazon Connect

  • Cloud contact centre with no per-seat licencenot LiveAgent
  • Voice, chat, email and SMS in one queuenot LiveAgent
  • Conversational analytics and agent assistnot LiveAgent
  • Outbound campaigns and automated contactnot LiveAgent
  • Workforce scheduling for contact centre agentsnot LiveAgent

LiveAgent

  • Multichannel help desk covering email, chat, calls and social messagesnot Amazon Connect
  • Ticketing and shared inbox for customer support teamsnot Amazon Connect

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Amazon Connect

  • Telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call
  • Every channel is metered individually: $0.010 per chat message, $0.080 per email and $0.014 per SMS
  • Rates vary by region and by third-party provider, so a published figure is indicative rather than final
  • Cost tracks contact volume, which makes forecasting hard for a queue with seasonal peaks

LiveAgent

  • Social and messaging channels are separately priced add ons rather than plan features, at $19 to $39 a month each on top of the seat price
  • The entry plan is limited to 3 email accounts, 2 live chat buttons and 3 contact forms
  • WhatsApp numbers are rationed by plan, at 5 on Large Business and 20 on Enterprise
  • The advertised prices require annual billing, and monthly billing raises the entry plan from $10 to $13 per agent
  • Every published price is a discounted rate against a higher regular price

Pricing, plan by plan

Amazon Connect

Free
  • Pay-as-you-go$0.018/minute
    • Voice minutes
    • Free tier available
    • No upfront costs

LiveAgent

Free
  • FreeFree
    • 7-day ticket history
    • 1 chat button
    • 1 email account
  • Small$9/month
    • Unlimited ticket history
    • 3 email accounts
    • Customer portal
  • Medium$29/month
    • Call center
    • 10 email accounts
    • Advanced reporting
  • Large$49/month
    • Everything unlimited
    • Senior account manager
    • White glove setup

Which should you pick?

Choose Amazon Connect if

  • You need voice.
  • You want to start without paying.
  • You also want chat.
Amazon Connect review

Choose LiveAgent if

  • You need ticketing system.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want live chat.
LiveAgent review

Questions people ask

Is Amazon Connect or LiveAgent better?
Neither clearly leads. Amazon Connect starts at Free and LiveAgent at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or LiveAgent?
Amazon Connect starts at Free and LiveAgent at Free.
Does Amazon Connect or LiveAgent run on more platforms?
Amazon Connect runs on Web. LiveAgent runs on Web, Ios, Android.
Can I use Amazon Connect for free?
Both have a free tier, so you can try either at no cost before committing.
What is Amazon Connect best used for?
Amazon Connect is most often used for cloud contact centre with no per-seat licence, voice, chat, email and sms in one queue, conversational analytics and agent assist, outbound campaigns and automated contact. Of those, cloud contact centre with no per-seat licence and voice, chat, email and sms in one queue are not what LiveAgent is typically brought in for.
What can Amazon Connect do that LiveAgent cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. LiveAgent covers Ticketing system, Live chat, Call center, Social media. Both handle Web support.
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